Customer Service Manager
Location: Kingston Upon Thames / Office Based
Salary : £40,000
Hours: Full time, 8am to 5pm, Monday to Friday
We are recruiting for a customer service manager to join a leading provider of social housing planned maintenance and refurbishment services. As the Customer Service Manager, you will be responsible for leading and developing the customer service function to ensure residents receive a consistently high level of service throughout the lifecycle of planned maintenance and refurbishment works. You'll act as a key liaison between residents, site teams, and internal departments, ensuring that all customer interactions are managed with care, professionalism, and efficiency.
Key Responsibilities:
Lead and manage the customer service team, ensuring service excellence across all resident touchpoints.
Oversee and resolve resident complaints and queries in a timely and empathetic manner.
Develop and implement customer engagement strategies to support effective communication before, during, and after works.
Collaborate with project and site teams to ensure works are completed with minimal disruption to residents.
Monitor customer satisfaction metrics (e.g., surveys, feedback forms) and drive continuous improvements based on data and trends.
Ensure compliance with regulatory requirements and industry best practices, particularly in relation to vulnerable residents.
Develop training programs for staff on customer service standards and communication.
Represent the voice of the resident in project meetings, ensuring their needs and concerns are considered.
Create and maintain customer service reports for internal and external stakeholders.
Support community engagement initiatives and promote a positive company image in tenant communities.
Requirements:
Proven experience in a customer service leadership role within social housing, construction, or maintenance sectors.
Strong understanding of the needs and challenges faced by social housing residents.
Excellent communication and interpersonal skills with a high level of empathy and professionalism.
Ability to manage conflict and resolve issues under pressure.
Knowledge of planned maintenance and refurbishment processes is highly desirable.
Familiarity with CRM systems and complaint handling procedures.
Strong organizational skills and the ability to manage multiple priorities.
About you
Previous experience in a Managerial role
Experience managing call handlers / customer service team
Complaints handing experience
Sector experiece essential: Social Housing
Apply today or call Leah Seber at Build Recruitment
Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.
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